AccountId: 011433970860
ContactId: 0c8e6837-ea89-4e30-a8ef-522dcd4e8f96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79239 ms
Total Talk Time (AGENT): 41069 ms
Total Talk Time (CUSTOMER): 30337 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0c8e6837-ea89-4e30-a8ef-522dcd4e8f96_20250326T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I just need to make sure a patient's insurance is still active.
[AGENT][NEUTRAL] Sure, I can check up the policy's active. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from Southern Roots Dentistry in [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 616-5557
[AGENT][NEUTRAL] OK, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][MIXED] Thank you, but I have already received one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all I needed to know. That's it thank you.
[AGENT][POSITIVE] Alright well thanks for giving us a call. Thank you have a great rest of your day.
[CUSTOMER][POSITIVE] Alrighty bye bye you too.
[AGENT][NEUTRAL] Bye bye.